Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Don Peppers Follow @DonPeppers.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

BirdEye

FEBRUARY 28, 2023

Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. They will also use data to inform decisions, network and collaborate, and provide insights and thought leadership. Is it worth paying a social media manager?

Social Media 98

Social Media Management Engagement Brands 98

Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

ROI 52

ROI Return on Investment 2004 Financial 52

Forrester's Customer Insights

FEBRUARY 9, 2022

Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations – an approach that Forrester calls customer obsession.

Government 49

Government Leadership Customers Customer Centricity 49

Feedbackly

SEPTEMBER 26, 2018

The ROI of Good Customer Experience. Customer Loyalty and Lifetime Value. Happy customers are good customers, engaged customers are loyal ones. So it is of paramount importance to keep your customers happy and engaged. How do you make your customers happy?

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Beyond Philosophy

SEPTEMBER 5, 2014

You’d be surprised how often this strengthens your working relationship and their respect of your leadership rather than damaging it. View our books on Customer Experience here. Trust your employees to understand that you don’t know everything and be reasonable enough to work with you on a solution to the challenge.

Net Promoter Score 79

Net Promoter Score Books Social Media Loyalty 79

SmartKarrot

JANUARY 18, 2023

Role: Head of Customer Success Location: Lakeland, FL (Hybrid) Organization: Dice As a Head of Customer Success, you will partner with Product, Customer Experience, Technology, and Operations leadership to build a cohesive, compelling, class-leading customer experience.

Customer Success 19

Customer Success Roadmap Document Webinar 19

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. Engage Non-Customer-Facing Roles.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48

Beyond Philosophy

NOVEMBER 3, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

E Commerce 88

E Commerce Marketing Retail Books 88

ClearAction

MARCH 23, 2015

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. DO THIS : Set up C-team customer experience leadership roles and processes. Just what is it, anyway?

Government 86

Government Customer Experience Customer Journey Mapping Return on Investment 86

Beyond Philosophy

SEPTEMBER 5, 2014

You’d be surprised how often this strengthens your working relationship and their respect of your leadership rather than damaging it. View our books on Customer Experience here. Trust your employees to understand that you don’t know everything and be reasonable enough to work with you on a solution to the challenge.

Net Promoter Score 60

Net Promoter Score Books Social Media Loyalty 60

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

ClearAction

SEPTEMBER 27, 2018

Establish Adoption & Accountability : Do you facilitate adoption and accountability for tackling chronic customer issues? If not, make this the focus of leadership at the C-level and among the customer experience management team. Growth is the purpose of business and customer experience management.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

ClearAction

NOVEMBER 12, 2017

What does it really mean to “walk the customer experience talk”? An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Business success is all about meeting or exceeding expectations, primarily customers’ expectations as your primary funder.

Customer Experience 54

Customer Experience Customer Centricity Customers Article 54

Forrester's Customer Insights

DECEMBER 1, 2022

Intel, a tech giant with over 121,000 employees, sets an example for organizations that are considering becoming more customer obsessed. Despite its size and complexity, Intel has made big strides in all three customer obsession competencies: leadership, strategy, and operations. In our new report, Case Study: […].

Leadership 20

Leadership Blog Customers Customer Centricity 20

Beyond Philosophy

JUNE 11, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Michael Lowenstein, Ph.D.,

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 2, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate.

2005 97

2005 Customer Centricity Magazine Retail 97

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. Over the course of the master classes I’ve been running with Capita this summer, we have covered no end of opportunity to advance customer engagement.

Hotels 63

Hotels 2012 Banking Insurance 63

Beyond Philosophy

JUNE 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Michael Lowenstein, Ph.D.,

Wireless 98

Wireless E Commerce Marketing Advertising 98

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D., Defining the Objective(s) and Mechanics of Your Content Marketing Strategy. Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences.

Consumers 96

Consumers Connections Social Media Advertising 96

Beyond Philosophy

JULY 5, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Michael Lowenstein, Ph.D.,

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160